Customer Service: Case Management Edition

Supercharge your existing desktop You don’t have to rip and replace your existing desktop. Unleash Pega’s customer service automation capabilities within your current environment so you can accelerate resolutions.

Key benefits

Orchestrate self-service across touchpoints

Automate agent-assisted service

Transform service without disruption

Pega Case Management Edition: Key Capabilities

Workflows/Microjourneys

Prebuilt industry-specific processes and data models.

Intelligent Virtual Assistant

Intelligent chatbots that accelerate customer resolutions.

Knowledge Management*

Relevant content for customers and CSRs for faster resolutions.

Robotic Process Automation

Attended and unattended RPA* to improve speed and precision.

AI-Powered Decisioning*

AI that solves problems for customers and guides CSRs.

Low Code App Development

Build and customize apps using visual tools, not complex code.

Cloud Infrastructure & Support

Unlimited interface with external systems; live data virtualization.

Reporting & Analytics

System monitoring and customizable dashboards & reports.

Digital Self-Service*

Seamless self-service integration into your existing website and mobile applications.

Case Management

Pega’s centralized, AI-powered workflow automation engine.

Process Extender for Salesforce Lightning

Embed Pega Low Code processes natively within Salesforce.

Connectors & Adaptors

Interface with external systems; live data virtualization.

Contact Sales

Frequently Asked Questions about Case Management Edition

You don’t need to. Pega Case Management Edition (CME) integrates with your existing service desktop, accelerating service and orchestrating processes through AI-powered decisioning and workflow automation.

Pega CME will deliver end-to-end workflow automation, improved process efficiency, better case status visibility, and an enhanced audit trail – all packaged in a low-code platform that you can implement without business disruption. The results are faster resolutions, lower maintenance, better scalability, and a cross-channel, customer-centric approach.

Yes – in fact, you can get much more out of your Salesforce service cloud by integrating with Pega CME. We’ve built a Process Extender for Salesforce Lightning that allows you to natively embed Pega automation and AI-powered decisioning within Salesforce. But the Process Extender is just one of the ways Pega can inject AI and automation into a non-Pega UI. Pega CME can integrate with your current tool stack, including home-grown applications, through various APIs.

By integrating Pega CME into your current desktop, you can generate more ROI through better process efficiency, accelerated customer resolutions, and a decreased burden on CSRs. Pega’s Customer Service offering generates an average of 298% ROI in the first 6 months, while smarter decisioning and automation will help you scale your capabilities and handle higher volumes without adding headcount.

Pega offers a powerful service desktop that automates and orchestrates service in whatever channel it takes place – efficiently guiding your customers and agents to faster service resolutions. You can replace your desktop with Pega right away, or you can start with Pega CME – laying the foundation for a smooth migration to Pega desktop in the future. Both products are built on the same core technology. Schedule time to consult an expert on the best approach for your needs.

Transform your workflows

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*Licensed Separately

Instead of an online troubleshooter that can diagnose and address network issues remotely, the app only offers generic, one-size-fits-all FAQs.

What seems like ESP is really Pega’s real-time AI. That’s how the internet service provider can sense Nia’s problem and immediately reach out on her channel of choice.

With Pega’s contextual self-service experience, Nia is immediately recognized when she logs in and directed right to an interactive online troubleshooter.

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